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Customer Success Manager at Abnormal. Location Information: Remote US. . Overview. . As a Customer Success Manager, Fed/SLED you will manage and grow a portfolio of customer relationships, ensuring their success and satisfaction while maximizing value realization from the Abnormal platform. Acting as a trusted advisor, you’ll align on success criteria, drive adoption of best practices, educate on new features, identify upsell opportunities, and proactively address issues while providing feedback to internal teams.. . Who you are. . . Experienced in enterprise SaaS product support environments. . Skilled at building long-term, executive-level relationships and delivering measurable outcomes (renewals, health scores, growth). . Strategic thinker with strong account management, planning, and problem-solving skills. . Capable of leading cross-functional initiatives to address customer needs and deliver scalable solutions. . Knowledgeable in customer lifecycle management, including journey mapping, touchpoints, and retention strategies. . Proficient with case management systems and CRMs (e.g., SFDC, JIRA). . Strong communicator with the ability to influence and engage executives and stakeholders at all levels. . . What you will do. . . Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth. . Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value. . Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy. . Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption. . Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption. . Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions. . Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion. . Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate. . . What you will do. . . Portfolio Management: Own a portfolio of accounts, ensuring ongoing satisfaction, retention, and growth. . Value Realization: Serve as the customer advocate, deliver Business Reviews, prove ROI, and drive adoption of platform features to maximize value. . Success Planning: Develop and execute strategic success plans that align with customer goals and roadmap; engage senior decision makers to guide strategy. . Expansion Opportunities: Identify upsell and cross-sell opportunities based on customer needs and platform adoption. . Product Knowledge: Maintain deep knowledge of Abnormal products and roadmap to educate customers on relevant features and drive adoption. . Relationship Building: Establish trusted advisor relationships, understand industry trends, and cultivate customer champions. . Collaboration: Partner across internal teams (Sales, Product, Engineering, Support) to ensure customer satisfaction, renewals, and expansion. . Risk Mitigation: Monitor customer health, anticipate risks, and coordinate remediation plans before issues escalate. . . Must Haves. . . 5+ years of Customer Success experience, ideally in enterprise SaaS. . Proven track record managing executive relationships (CIO, CISO, or equivalent). . Demonstrated success driving customer adoption, retention, and growth within a defined portfolio. . Strong account management, strategic planning, problem-solving, and negotiation skills. . Strong technical aptitude with enterprise software and networking technologies. . Excellent communication and presentation skills, with the ability to lead executive-level discussions. . Bachelor’s degree in Computer Science, Engineering, or equivalent work experience. . . At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.. . . . Base salary range:. . $119,040. —. $140,000 USD. . . . .